ComplaintsforDave & Buster's

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, My *********** stopped by Dave & Busters in *******, ** on 10/26/24. The bartender gave us our check after waiting there forever because she didn't want to work (that is the least of my complaint) The pending transaction finalized and the bartender had added an extra 0 to the end of my tip. The bartender OVERCHARGED me & STOLE from me. I filed a complaint with guest relations because I could never get anyone on the phone through the Concord place directly. I was told it was sent over to the ** on Monday 10/28/2024 - I have yet to hear anything from the ** on how I am supposed to get my money back. I followed back up with Guest Relations today - she said I should have heard back by now. She told the employee that originally spoke to me to respond. He responded and said that a refund would take up to 10 business days. I don't understand how something that was STOLEN from me is not being made as a big issue - I am also upset at the fact that my money can be stolen, there can be a thief yet getting my money back to me is not top priority?

  Business response

  11/06/2024

  Dear Reader,

  Thank you for bringing this matter to our attention. We have thoroughly investigated the concern raised by Ms. ****** regarding the tip that was automatically added to her check. After reviewing the situation, we determined that the bartender in question inadvertently mixed up guest checks, which led to the incorrect entry of the tip amount.
  
  We deeply regret this mistake and sincerely apologize for any frustration or inconvenience it caused Ms. ******* Please rest assured that we have already processed a full refund for the incorrect tip and have also provided additional courtesy game play on her power card as a gesture of goodwill for her next visit.
  
  We value all of our guests and are committed to providing the best possible experience. We have taken appropriate steps to ensure that such an error does not occur again in the future.
  
  Thank you for your understanding, and please do not hesitate to contact us should you need any further information.
  
  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations

  Customer response

  11/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  @great mall milpitas ca location approximately 1115pm on 10/2/24 I was denied ticket redemption by this person who refused to give me his name just his title as store manager. I asked for his supervisor he states it's corporate. My spouse located a prize and was short tickets so I transfered the remaining amount to complete checkout. The transaction was scanned *** said needs manager approval. He questions my transfer to the card as "fishy" where did this transfer come from I said my card. He takes down my info and says my balance was also "fishy" and shows me a print out. I said I entertain your first question and give you my card info via my d&b app now you are interrogating me with a printout of all my pay and play dates and individual game play and winnings. Why? ****** ****** is his name (finding that out from another employee) your credits are not good in my store you can redeem at another location. I asked for his name he refused stating give me you name I ***lied you have my d&b card info its linked to my account with my name. What is your name? He refused after a few minutes of frustration he states i am walking away without validating his name and title. As a long time patron and 1x employee I am very upset with the manner I was spoken to and would like to speak with "his supervisor" aka corporate about this experience. This is a code of business ethics and conduct violation.

  Business response

  10/08/2024

  Dear Reader,
  
  Thank you for bringing Mr. ********* complaint to our attention. We sincerely apologize for his experience during his visit to our **** & ******** ******** location. We take customer feedback seriously and strive to provide a positive experience for all our guests.
  
  Please be assured that we have forwarded Mr. ********* concerns to our ************************** for further investigation and handling. Due to employee confidentiality, we are unable to share the outcome of that investigation.
  
  We appreciate your understanding and thank you for your continued support in resolving this matter.
  
  Best regards,
  

  Dot *****
  Supervisor, Guest Relations
  **** & ********

  Customer response

  10/08/2024

  I am rejecting this response because: i have valid credits and tickets i was unable to use at this establishment because of your employee. I want to know if I return to this establishment to utilize my tickets can I be acused of fraud by a "manager" and denied service without he not showing proper work identification. He had no name tag or visible ID just a verbal response "I am the manager". The motto is Eat Play Win. I was able to Eat dinner Play games that evening but denied Win a prize by your employee. 

  Business response

  10/11/2024

  Dear Reader,

  We have reviewed Mr. ********* rebuttal regarding his experience. We sincerely apologize for the distress Mr. ******* encountered while attempting to redeem tickets.
  

  We want to assure you that we take Mr. ********* concerns seriously and as previously mentioned, have forwarded them to our ************************** for further review. While we cannot disclose the details or outcomes of our internal investigations due to employee confidentiality, please rest assured that Mr. ********* feedback is being addressed.

  Please know that we conduct Rewards Account audits at each redemption to maintain the integrity of our program. While we strive to honor all redemption requests, we cannot guarantee approval if any questionable transactions are identified on the power card. As such, we are unable to provide the guarantee that Mr. ******* is seeking.
  
  We appreciate your understanding and patience as we work through this matter. If you have any further questions or concerns, please dont hesitate to reach out.
  
  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations
  **** & Buster's

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went to **** and busters for an early birthday for an early birthday present and I spent 100 dollars on dinner and I bought the 100 dollar chip amount to play games. We play a bit and then have dinner. We had a waitress that was training someone and in the area we were sat there was like nobody around and the waitress was very unattentive when our food came out she was gone and barely gave us time to talk and my son recieved the creamy chicken alfrado and I'm almost certain they gave him the jalapeo alfrado sauce which is one of the specials so he didn't want it and it was a darker sauce then normal and rigatoni noodles not alfrado. My girlfriend ordered chicken parmesan which usually you get two bigger pieces of chicken not 1 tiny piece 2 pictures are added as to what is advertised vs what she got. After all that it took like 20 min to find our waitress who was training the new employee, to the point that I needed to go find someone for refills and to explain about our dinner nothing was taken off the bill and nothing was offered. So that was dinner now on to the arcade, now we come to **** and busters alot so I saw squishmellows and asked the prize area employee if I needed to get the giant squishmellow now or if I could play first he said well we have more in the back so we played comeback later and someone else was working the counter maybe shift Change and I explained what the other employee said and he said sorry no what's out is out and we are not on restock rotation. I was like excuse me your other employee said someone could grab it from the back he said sorry that's not our policy so I was super upset about that because my daughter really wanted the giant squishmellow. Attached are pictures of reciepts of the bill and the items I described chicken we got vs chicken on the picture also we asked for no whole tomatoes which is why they were tossed to the side.

  Business response

  09/10/2024

  Dear Reader,
  
  Thank you for bringing the concern regarding the quality of food at our ********** location to our attention. We sincerely apologize for the disappointment ********************** and his family experienced during their recent visit.
  
  After reviewing the pictures provided, we have determined that the food served did not meet the high standards we set for our recipes. We deeply regret that this lapse occurred and understand how it affected their dining experience.
  
  We have communicated these concerns to our management team at the ********** location, and they are actively addressing the discrepancies. Please be assured that we are taking immediate steps to ensure that such issues are resolved and do not recur.
  
  To improve future experiences, we encourage guests to bring any concerns directly to our management team during their visit. This allows us to address issues in real-time, remake dishes if necessary, and identify any team members who may require additional training. Addressing concerns post-visit can complicate our ability to resolve the issues promptly and effectively.
  
  As a gesture of goodwill and to offer ********************** a chance to experience the high standards we strive for, we have provided him with a $50 eGift Card. We hope this will encourage him to visit us again and allow us the opportunity to deliver the exceptional experience we are known for.
  
  Thank you for your understanding and for helping us improve our services. Should you or ********************** have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations

  Customer response

  09/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. This business is deceiving customers I booked a party check number ******. What I saw in contract I was supposed to pay ****** this is total for 15 kids including cards/food/adults food. 786 plus 54 taxes =******* that I paid for deposit=448 total I needed to pay without tip I gave them a huge tip I shouldnt but they originally wanted ******. I ended paying ****** with all added fees tip he added n extra cards and ***** charge. It was *************************************************** a discount because not all kids came what he did he added some extra ************ then pretended to deduct ****** well he didnt deduct the 156 from the *********************************************************** paying 292 I paid 477. Business stole 90 dollars from me manager added some items without my consent and only gave me 12 gaming cards and not 15 like agreed. N even charged me 2 extras plus fees I need to be refunded for the 3 cards plus added fees manager promised to deduct ****** thats not right I want my ****** back to my bank act please

  Business response

  08/13/2024

  
  Dear Reader,
  
  I am writing in response to the complaint filed by **************** concerning a billing discrepancy for her special event at **** & ******'s.
  
  After a thorough review of ******************** case, including the original contract and final bill, we would like to provide clarification regarding the billing issue:
  
  1 - Original Contract Details: The original contract, totaling $964.37, included Caesar salads, a chicken platter, a birthday package, power cards, room rental, tax, and tip.
  2 - Final Bill: ****************** final bill included additional purchases beyond the original contractspecifically, two additional power cards and the recharge of a third. The total of these additional purchases was covered by the $156 adjustment, which was correctly applied to her final bill.
  3 - Adjustment Application: The $156 adjustment was applied to cover both the additional purchases and to address any discrepancies related to the power cards from the original contract. As a result, the final amount due after adjustments was $870.32, which matches the corrected billing total.
  4 - Supporting Documents: Attached to this email are copies of the original contract and ******************** final bill for your reference.
  
  Given that the adjustment of $156 was applied as agreed and all items from the original contract were either provided or credited, we respectfully decline to offer any additional discounts or compensation.
  
  Thank you for your attention to this matter. Please let us know if further information is required.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations

  Customer response

  08/13/2024

  Business is partly correct. Their ethics are very bad as a business theres no need to deceive customers. If you look at receipt there was no need to add additional power cards that were never given to me and extra fees. I originally paid for 15 power cards I was given 12 only then if u see the receipt it shows the 15 plus 2 more and some fees then he proceeded to deduct the ****** well if he would have deducted from only the 15 I would have paid less. Manager pretended to deduct from all those extra charges to make it seem like he gave me a discount but in reality it wasnt Im asking be truthful and service wasnt perfect for what I paid. ************ doesnt help instead of saying hey let me at least give u the 3 cards we stole from you. This business is deceiving customers Im pretty sure they get away with charging extra **************** dont even notice 

  Customer response

  08/16/2024

  I am rejecting this response because:   Business is partly correct. Their ethics are very bad as a business theres no need to deceive customers. If you look at receipt there was no need to add additional power cards that were never given to me and extra fees. I originally paid for 15 power cards I was given 12 only then if u see the receipt it shows the 15 plus 2 more and some fees then he proceeded to deduct the ****** well if he would have deducted from only the 15 I would have paid less. Manager pretended to deduct from all those extra charges to make it seem like he gave me a discount but in reality it wasnt Im asking be truthful and service wasnt perfect for what I paid. ************ doesnt help instead of saying hey let me at least give u the 3 cards we stole from you. This business is deceiving customers Im pretty sure they get away with charging extra **************** dont even notice 

  Business response

  08/16/2024

  Dear Reader, 
  
  I am writing in response to ****************** recent rejection of our response to her complaint.
  
  We would like to reiterate that, at the time the contract was provided and signed, we ensured full disclosure regarding the terms, which were based on a specified number of attendees. Consequently, we were not obligated to offer any credit to **************** when the actual number of attendees was fewer than booked.
  
  Nevertheless, in a good-faith effort to resolve ****************** concerns amicably, our management provided her with a discount. Additionally, **************** was given a receipt during the engagement that detailed a $156 credit applied to her bill, as promised.
  
  Given these considerations, we respectfully decline ****************** request for further compensation. We believe that we have addressed her concerns adequately and request that this matter be closed.
  
  Thank you for your attention to this matter.
  
  Best regards,
  

  **************
  Supervisor, Guest Relations

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 27 around 9:30pm My family and I dined in here and it was time to pay for the check the waitress came out with a handheld device. The entire time she is holding the device and does not allow me to hold it even when I tried to get closer to verify all items on the check she held the device firmly in her hand. She shows me a total of $23.74. I don't recall the exact amount, but it for sure wasn't the $32.31 that my card was charged for. She asks was everything okay i said yes, she turns the device towards her and does something on the screen and turns it back to me and says, tap your card here. After I tap my card she asks am I okay with getting the receipt email or text. I key in my phone number. I leave a $5.00 cash tip on the table because I am under the impression no tip was left during the checkout process because that screen wasn't shown to me. I leave the restaurant and about 10 minutes down the road home I pull up the receipt and notice an $8.57 tip. I call back to the restaurant and the manager I spoke with asks me to call back at 5pm the next day to get the $8.57 refunded. I called back the next day and asked for a manager and an employee put me on hold and returned only to relay a message from the manager that I needed to wait 3-5 days and call back because the banks are closed today(Sunday) and then proceeds to ask me if I understand. The banks not being open has nothing to do with refunding a customer. I explain to this employee that I also own and run a business and it was not their job to relay that message, that a manager should have gotten on the line and communicated with me. Customers should not be met with a middle person because a manager is too lazy to do their job.

  Business response

  08/08/2024

  Dear Reader,
  
  I hope this message finds you well.
  
  I am writing to address a recent guest concern regarding one of our **** & ******'s locations. A guest, **************, expressed dissatisfaction with a situation where a tip was mistakenly charged to her card despite her having left a cash tip. Additionally, she was upset by the response she received when requesting to speak with a manager, as she was informed that no manager was immediately available and that an employee was relaying messages between her and the manager.
  
  I would like to inform you that we have taken this matter seriously. Our location leadership reached out to ************** directly, and through a constructive dialogue, her concerns have been resolved to her satisfaction.
  
  We request that this matter be considered closed, as we have addressed her issues and ensured that her experience was amicably resolved.
  
  Thank you for your attention to this matter.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations

  Customer response

  08/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2024-07-17 we visited D&B. The server closed out our check and gave herself a tip. We never consented to this. We would tip a server of course. We are waiting on D&B to respond. Very strange conduct.

  Business response

  07/30/2024

  Dear Reader,

  I am writing to address a recent complaint regarding a transaction issue experienced by ******************** at our **** & Busters location. The complaint was related to an unauthorized tip charge made by a server.
  
  After a thorough investigation, we have determined that the issue stemmed from a system limitation that led to an incorrect charge on the guest's gift card. We understand how frustrating this situation must have been, and we sincerely apologize for any inconvenience it caused.
  
  As part of our commitment to customer satisfaction, we have resolved the matter by issuing ******************** a replacement eGift Card valued at $40. We hope this resolution demonstrates our dedication to addressing and rectifying issues that arise.
  
  Warm regards,
  
  **************
  Supervisor, Guest Relations
  **** & ******'s

  Customer response

  07/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to stop by 2 **** and Busters and the amount issues that i came across was staggering.1st location in ********:Was trying to get seated for some food and was assigned a table. Then came the huge issues where trying to get waiter to order some food was a challenge. What was bizarre is that you had 10+ workers and a very small amount of customers sitting down to eat and couldnt even bother to provide adequate service. It shouldnt take 2 hours to get service on. To add on top of all that, the play card that i was issued ended up not working.2nd location in **:I took my chance at a new **** and busters location and never have i regretted so much on going there given the constant issues that came about. I was attempting to play the coin machine when the coin slot to insert coins stopped working. Had to call the tech 3 times to get that resolved. Since i knew then the coin slot didnt work, i started swiping my card and that worked a few seconds before that stopped working too. Had to call over the tech couple of times to get that fixed and he ultimately asked me to play on another machine. I informed him that i wanted to play on that machine cause that was the only machine that had a card i was looking for. Had he taken my advice on moving the card to another machine, it wouldnt have been an on going issue. Because of all that issue i ended spending several 100s of chips for nothing and wasted a good 2 hours trying to get this resolved.

  Business response

  08/02/2024

  Dear Reader,
  
  I hope this message finds you well. I am writing in response to the complaint submitted by ************ regarding his experiences at two of our **** & Busters locations.
  
  We have conducted a thorough review of Mr. ***** concerns and wish to assure you that his feedback is important to us. Our records indicate that ************ has contacted **** &Busters Guest ******************** no fewer than 24 times since June 2022. Of these contacts, 16 were requests for compensation, such as rewards or chips, that were outside of our standard policy. We made exceptions to our policy in 14 of these instances.
  

  Additionally, ************ has acknowledged that he did not speak with the store management regarding his complaints about the food or service. We emphasize that our store management team is the primary point of contact for addressing and resolving guest concerns in real-time. It is crucial for guests to bring issues to managements attention so that we can address them promptly. ************ expressed concern that his food might be tampered with if he complained directly to the store. Please know that this is unfounded and does not reflect our operational standards or practices.
  
  We greatly value ************ as a guest and sincerely appreciate his patronage. However, despite our efforts to meet his expectations, it appears we have struggled to consistently provide the level of service and satisfaction he anticipates. As we take pride in delivering an exceptional experience to all our guests, it is disheartening to learn that we have not met **************** expectations. We believe that ************ may be better served by exploring dining options that more closely align with his preferences and standards.

  Additionally, despite our efforts to address Mr. ***** concerns and accommodate his requests, we have observed a pattern suggesting he may be taking advantage of our goodwill. Therefore, at this time, we respectfully decline to provide any further compensation.
  
  Thank you for your attention to this matter. Should you need any further information or clarification, please do not hesitate to contact us.
  
  Best regards,
  
  **************
  Supervisor, Guest Relations 

  Customer response

  08/04/2024

  I am rejecting this response because:   
  

  As from the very start the person who i spoke to became very combative and gave some conflicting information on the matter. Of the calls that were made, some of the calls were related to just expired tolkens which are separate matters compared to poor service, inconsistent information on how their machines work. Instead of focusing on the issue, person who was assisting was more concerned about being combative and getting off the line asap. Would expect no less.

  Business response

  08/05/2024

  Dear Reader,

  I am writing in response to Mr. ***** recent rejection of our previous reply regarding his complaint. As detailed in our prior communication, ************ has previously opened 24 cases with **** & Busters, ************************************************* exceptions to our policies on reissuing rewards for free food, gameplay, and other benefits.
  
  In light of this history, we have reviewed Mr. ***** current request, which seeks a refund and an exception to our established policies. We must respectfully decline this request, as it falls in line with the previous cases and our standard policies.
  
  Given the extensive history of **************** cases and our consistent application of our policies, we kindly request that this matter be closed.
  
  Thank you for your attention to this matter. Should you require any further information or clarification, please do not hesitate to reach out.
  
  Warm regards,
  

  Dot *****
  Supervisor, Guest Relations

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** and Busters want to market as a place to eat and drink while you watch sports. I went there to watch COPA America The place was packed and due to the game starting late and going into overtime the game didn't end until 12:15 am I feel it was very rude and not customer-friendly to have your bar packed with people with such an important game at over time and they shut down the TV's at midnight and told everyone to leave. Someone could have made the executive decision to allow the customers to stay an extra ************************************************ the place on drinks and food to finish the game. If they did this in the ***** location there would have been a riot. This is very poor customer service and will be the last time I watch a sporting event at **** and ******'s!

  Business response

  07/17/2024

  Dear Reader,
  
  I hope this message finds you well. I am writing to provide an update regarding the case filed against our establishment, **** & ******'s, regarding an incident that occurred on July 14, 2024. The complaint alleges that our location turned off the TVs and instructed patrons to leave 15 minutes before the conclusion of the **** America game.
  
  Upon careful review of the situation and in response to the reported claim, we have conducted a thorough investigation. We have reviewed the statistical data as reported in the news, confirming that the winning goal occurred at 11:57 PM. Furthermore, our internal camera footage from the location indicates that the TVs were operational until 12:08 AM, not being shut down until after the conclusion of the game.
  
  Based on these findings, we regret to inform you that we are unable to substantiate the claim made by the guest. Therefore, we respectfully decline any request for compensation in this matter. We kindly request that this case be considered closed.
  
  Please do not hesitate to contact us if you require any further information or clarification regarding this case. We appreciate your attention to this matter and thank you for your understanding.
  
  Warm regards,
  
  **************
  Supervisor, Guest Relations

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to D&B on two different occasions one week apart and purchased $100 gift cards each time I went. One was purchased on Prezzee and the other was purchased on the D&B website. On the first visit my family spent $75.12 which included a 22% tip so I expected to have a balance of $24.88 on that card and on the second visit we spent $86.04 & I didn't have enough remaining on the card so I gave the server a $30 cash tip so I expected the other card to have a remaining balance of $13.96. After eating on our second visit just like our first, my son wanted to play so I attempted to add more chips to his play card and was told that both cards had insufficient funds and despite of multiple attempts I have not been given an explanation as to where my money has disappeared to. I spent my hard-earned money and there is no way that it is a coincidence that this has happened to me twice at the same location something is not right here. I was not expecting this to happen to me so all I have as evidence for my first transaction is me noting what was left on my gift card, so I knew the balance I had to use, and I kept the receipt for the second visit. I have attached all the ******************* I could find for my visits.

  Business response

  07/12/2024

  Dear Reader,
  
  I hope this message finds you well. I am writing in response to a recent complaint from **************** regarding an overcharge issue with her gift cards at our **** & ******'s location.
  
  First and foremost, please accept our sincere apologies for any inconvenience or frustration caused to **************** due to this matter. We regret the inconvenience experienced as a result of an inadvertent system error, which led to **************** being charged the full receipt price instead of including the applicable discounts.
  
  To rectify this situation promptly, we have taken the following actions:
  We have issued **************** a replacement eGift Card valued at $40, representing the amount of the overcharge. As a gesture of goodwill, we have also provided **************** with a courtesy of 100 chips loaded onto her Power Card.
  
  We are committed to ensuring that all of our guests have a positive experience at **** & ******'s, and we take matters such as these very seriously. We deeply regret any inconvenience this incident may have caused **************** and assure you that we have taken steps to prevent similar occurrences in the future.
  
  Thank you for bringing this matter to our attention, and please do not hesitate to contact us if you have any further questions or concerns regarding this issue.
  
  Sincerely,
  
  **************
  Supervisor, Guest Relations
  **** & ******'s

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the **** and Busters located at ************************************ on June 23rd around 11:47 am. When I went I was directed towards the Kiosk and purchased 2 physical cards for me and my daughter. I recharged one of the cards for an additional $33 but the first time I spent a total of $100.58 for both cards. I had both of these cards the whole afternoon until it was time to see what prize/items I could buy my daughter. I met with the ticket girl who scanned both cards and she said I had a total of $2448 for both cards combined. I found 2 items my daughter wanted and when I went to the ticket lady I only saw 1 card in my bag I had that was given to me but I told her I gave her the cards and sat it down in the table. She said she scanned all the cards there and the balance was $0. I than had to pay the difference for the items which was $4.28. I asked her what options do u have for the card that was stolen because it had over 700 chips on it. She informed me theres nothing that can be done. I left it alone until I realized when I got home I can check via my app the cards I had and she gave me someone elses card in the bag I had. At that point I researched and I know I can freeze the card and transfer but I only had 98 tickets left out of almost *************************************************************** speak with the manager because they said they cant see what happened to it to give me the chips back. I spent a total of $100 plus the recharge for the card which was $35.31. I am furious because I had those cards all afternoon until I placed it on that ticket ladies hand and she lost it! Im not asking for the full $100 because I still had the other card that had almost 1400 chips on it but I definitely need a refund for the $70.62 I spent that I didnt get to use. This is including the $35.31 recharge in the refund request. I honestly just want the amount that I lost for the tickets transferred to a completely new card.

  Business response

  07/09/2024

  Dear Reader,
  
  I hope this message finds you well. Thank you for bringing to our attention the concerns raised by Ms. ****** regarding their experience at **** & ********* We appreciate the opportunity to address this matter.
  
  At **** & ********* we strive to provide a safe and enjoyable environment for all our guests. However, we regret to inform you that we cannot assume responsibility for any lost, stolen, or damaged property that may occur during visits to our facilities. This policy is outlined clearly to ensure fairness and transparency for all guests.
  
  While we maintain various security measures, including the presence of security personnel and surveillance systems, instances of lost or stolen property can still occur. We encourage all guests to remain vigilant and keep track of their personal belongings while visiting our locations.
  
  Please understand that our policy aligns with industry standards and is intended to uphold consistency in our guest interactions. Regrettably, we must decline the request for compensation for the lost Power Card as outlined in our policy.
  
  We value each guest and their experience at **** & ******** and apologize for any inconvenience this situation may have caused. We appreciate your understanding in this matter.
  If there are any further questions or if additional information is needed, please do not hesitate to reach out to us directly.
  
  Thank you for your attention to this issue.
  
  Warm regards,
  
  Dot Weber 
  Supervisor, Guest Relations

  Customer response

  07/15/2024

  I am rejecting this response because:   I never asked for refund, I want the points that I earned to be back on the account and that was well over 720 that was stolen. 

  Business response

  07/17/2024

  Dear Reader,
  
  We hope this email finds you well. At **** and ********* we take all guest concerns seriously and strive to provide the best possible experience for everyone. We understand that situations may arise that can lead to dissatisfaction, and we appreciate your patience as we conducted a comprehensive investigation into Ms. ******* specific concerns.
  
  After carefully reviewing all available information and speaking extensively with our staff and management team, we regret to inform Ms. ****** that we are unable to substantiate her claim. Based on the information available to us, including witness statements and our internal records, we were unable to find any evidence to the contrary. We have taken the concerns seriously and have thoroughly reviewed the incident in question. However, we must respectfully decline Ms. ******* request for reinstatement of the balances on her lost power card as **** & ******** is not responsible for lost or stolen property.
  
  While we understand that Ms. ****** may still be dissatisfied with the outcome, we assure you that we have taken the concerns seriously and have conducted a fair and impartial investigation.
  
  Thank you for your understanding and cooperation. We appreciate your continued support and hope to have the opportunity to welcome Ms. ****** back to **** and ******** in the future.
  
  Warm regards,
  
  Dot *****
  Supervisor, Guest Relations
  **** & ********

  Customer response

  07/17/2024

  I am rejecting this response because they are saying I am lying about losing my card there after I specifically spoke with the girl at the toy shop and informed her she misplaced my card. I will never ever go to **** and Busters again and I will choose to dispute with my bank going further.

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